Configuration overview

You can configure the following for an agent calendar:

• Create an event configuration

  Create configurations for each type of entry displayed on the agent calendar. Entries could include case tasks, work order tasks, appointments, or schedule entries such as event types that you could track and manage on the team calendar.

• Create a work schedule for an agent or technician

  Create one or more work schedules for a customer service agent or a field service technician.

• Create a personal event for an agent or technician

  Create personal events that appear on an agent's personal calendar.

• Create a schedule to use with the agent calendar

  Create a schedule to use with the agent calendar.